Modern Customer Service In a Contact Center...Deliver the best customer experience within each...

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Modern Customer Service In a Contact Center

Yong Sheng Lee Director of Strategy and Sales, Service Cloud Oracle Asia Pacific April 2015


Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 3

If you look after your staff, they'll look after your customers. It's that simple.

- Richard Branson


Empower Employees – Your Most Valuable Service Asset Engaged employees amplify success in customer service

for companies with high employee engagement scores

versus companies with average scores2

for companies with high employee engagement versus

companies with low engagement3

in organizations with highly engaged employees. Also, 37%

less absenteeism and 28% reduction in shrinkage1 when

employees are highly engaged.

2X Customer Loyalty 2.5X Revenue Growth

1 Gallup, State of The Global Workplace, 2013

2 Are They Really ‘On the Job’?, Pont

3 Giving everyone the chance to shine,” Hay Group, 2010. William Werhane and Mark Royal,

“Engaging and Enabling Employees for Company Success,” Workspan, 2009

Less Turn Over 40%


Modern Customer Service in the Cloud

Cross-Channel Service

Engage Customers

Make it easy for customers to engage with your brand

1 Empower Employees

Make it easy to serve customers

Adapt Quickly Easily adapt to the changing needs of your business

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Customers Expect Great Service With Less Effort

Source: Customer Experience Online Survey, 2013

Customers Say

71% valuing their TIME is the most important thing a company can

do to provide good service


How does Oracle transform a Contact Centre


ORACLE COMMERCE CLOUD

ORACLE SALES CLOUD

ORACLE MARKETING CLOUD

ORACLE SERVICE CLOUD

ORACLE SOCIAL CLOUD

Cross Channel Contact Center

Knowledge Management

Web Customer Service

Policy Automation

Service Cloud Platform

Field Service Management

The Oracle Service Cloud Suite


The Oracle Difference for Contact Center

Cross-channel Born cross-channel and proven at scale

Single Agent Desktop Access to all the information and guidance agents need

Guided Resolution The power of knowledge, workflow and user interface helps agents

Knowledge Management Single, cross-channel solution providing the right answers, every time

Social Engagement & Monitoring

Equipping agents to engage the social community

Mobile Agent Desktop Improving the productivity of your roaming experts

Policy Automation Personalizing customer experiences with compliance confidence

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50% reduction in call response 70% reduction in email response

Completed implementation in 2-3 months Integration of front and back-office processes in desktop

10% increase in agent productivity Reduce chat handling time by 25%

Build a brand known for “uncommonly superior customer experiences”

20% increase in basket size w/chat 16% reduction in call handle times

Deliver the best customer experience within each channel

Sustain top-line growth, ensure ongoing customer loyalty, boost productivity, and drive down costs

Provide visibility into all customer interactions across all communication mediums

Supporting 20M subscribers through phone, email and self-service

Maintaining leadership position in the highly competitive entertainment services industry through exceptional customer service

Modern Contact Center Customer Service Drives Results


Action Points - Next Steps


Self-Assessment


Agent -Assessment

Have you ever conducted an agent assessment survey? Sample…..

• What we like and dislike the most about our day to day activities?

• What is the most important system we rely on for our work? What is the best and worst thing about that system?

• If we can improve 1 thing about the applications in use today – what would it be?

• If we can improve 1 thing about the processes in place today – what would it be?

• If we are given the opportunity to make 1 change to improve our productivity – what would that 1 change be?


Challenge: Can you help the other 42%??

Modern Customer Service In a Contact Center...Deliver the best customer experience within each...

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